The primary communication channel between IT and the users is the Service Desk function. When a user contacts Service Desk, in principle the issue can concern anything at all. It might be a question, an order or someone who needs help with an IT service which is not working. That is to say, a request of some kind which has to be dealt with by Service Desk. The Request Fulfilment process exists in order to manage issues which arrive at Service Desk from users.